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Contact Centre Team Leader

Location: Norwich / Hybrid Working

Salary: £26,325 - £28,500 per annum (depending on experience) plus £2,000 on call bonus

Hours: 37 ½ hours per week

Shift pattern: Tuesday - Saturday, 2-week rota (Week 1: 08:00 - 16:30; Week 2: 11:30 - 20:00)

Contract: Full Time, Permanent

Our client is a well-established business and a market leader in their industry. They are looking for an experienced Contact Centre Team Leader to join their team.

As a Contact Centre Team Leader, you will play a crucial role in managing the day-to-day operations of a busy contact centre. You will be responsible for leading and motivating a team of approximately 22 Emergency Call Handlers, ensuring they provide exceptional service to customers at all times.

Main Responsibilities:

* Motivating the team and working to promote a healthy and positive working environment.

* Listen to team members’ feedback and resolve any issues or conflicts.

* Supporting staff by carrying out staff appraisals, one to ones, reviews and providing training.

* Holding performance reviews, producing and implementing performance improvement plans.

* Absence management, including carrying out return to works meetings.

* Monitor KPIs for the centre, suggesting and implementing strategies to ensure these are met.

* Being actively involved in the recruitment process.

* Provide Emergency Call Handling support to the team if call volumes.

Skills/Experience Required:

* Passionate about helping others with a strong customer focus and empathy

* Proven experience managing teams, ideally within a customer-facing environment

* Experience managing teams in a contact centre environment is highly advantageous

* Excellent communication and interpersonal skills

* Strong organisational and time-management abilities

* Proficient in Microsoft Office Suite, particularly Excel

* Ability to think quickly and adapt to changing situations

In return for your hard work and commitment, our client offers fantastic benefits, including:

* 31 days of annual leave, increasing to 33 days with length of service (includes bank holidays worked on rota)

* Exclusive discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more

* 24/7 employee assistance programme

* Family and friends' discounts on services and products

* Pension scheme

* Free on-site parking